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Doubt RMA process - new firewall registration

Hello, good afternoon.

I hope you are doing great, thanks for the support, collaboration and good vibes.

I have a doubt, I have always had RMA of parts, fans, disks, among others.

Now I have a doubt, the link indicates or catalogs the firewall in Spare, then at the time that the TAC of PA, send me a new firewall, as part of the RMA process, this new firewall is registered as Spare and then the licenses are transferred

from the firewall that failed is not? is this the process? It is always registered as Spare and not as a new firewall ?

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Clkn

I remain attentive

Best regards

5 comments

Comments (5)

Reaper

Sep 20, 2023

The difference with a spare is that you can self initiate an RMA while if TAC sends you a regular replacement, they must "prep" the faulty firewall for RMA

the process is the same with the sole difference that the spare can receive licenses even without a case open to tac, while an rma replacement needs that support case (bit it's only possible to get that unit after opening a case so that's a self solving problem)

MetgatzGR

Sep 20, 2023

Replying to

Ok @Reaper , I understand that if I have a spare, I don't need a TAC or a case to transfer the licenses.

Now look at this is the case, we have a HA, where one of the firewalls failed, totally, everything is ready with the TAC, the new firewall is on its way as part of the RMA.

Now then this new rma firewall, from the normal RMA process, do I register it as a normal asset ? from the device menu ? or from the spare menu ? That is my big doubt, with this new box they are sending us, for the new firewall part of the RMA process, do you register it as if it was a new asset from device or spare?or from Product/ Assets and there Activated Asset, where no distinction is made between Spare or normal, or RMA ? Or from the Product / Devices menu or from Product / Spare ?

Thank you for your support, for your time and your collaboration as always.

Reaper

Sep 20, 2023

Replying to

Reaper

Sep 20, 2023

a SPARE unit is a special type of SKU that customers can buy to have a unit ready on a shelf in case their production firewall fails. In case of a normal RMA, Palo TAC will send a normal SKU firewall

MetgatzGR

Sep 20, 2023

Replying to

Thanks @Reaper My big doubt is because I see that it talks about transferring the licenses to a Spare, the procedure that sends high stick with the process, that is why my big doubt, if this firewall that arrives as part of RMA, I register it as a normal firewall, as if it were a new common asset, that then I must transfer the licenses, or as a spare. That is why my big doubt with the process because the links confuse me.

https://cordero.me/palo-alto-rma-replacement/

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Clkn

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Clkn#:~:text=When%20a%20license%20is%20transferred%20to%20the%20spare%20device

In fact, these are the links that the TAC sends me:

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNM

Setup, License Transfer, and High Availability instructions are provided in the document links below.

How to Configure an RMA Replacement Firewall

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Clkn

How to Transfer Licenses to a Spare Device

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNMCA0

How to Configure a High Availability Replacement Device

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClHFCA0